ShepHyken

NOVEMBER 3, 2024

Each week, I read many customer service and customer experience articles from various resources. Creating Great Customer Experiences Starts With Employees by Matthew McGuire (CMSWire) Empowered, well-supported employees deliver better customer experiences.

Article 73

Article 2024 Customer Service Loyalty Programs 73

ShepHyken

JANUARY 7, 2024

Each week, I read many customer service and customer experience articles from various resources. This article describes it as “When every person thinks about how their actions will affect the customer’s experience, even employees who never have direct contact with those customers.”

2024 75

2024 Article Customer Service Contact Center 75

ShepHyken

JULY 21, 2024

Each week, I read many customer service and customer experience articles from various resources. Everything I Need To Know About Customer Experience I Learned From A Jack Nicholson Movie by Chip Bell (Forbes) Excellent customer experience is an assertion, not a response.

2024 93

2024 Article Customer Service ROI 93

ShepHyken

MAY 26, 2024

Each week, I read many customer service and customer experience articles from various resources. by Alex Bitca (Retently) Is your Net Promoter Score a reliable metric for judging what customers think of your business, or is it biased? What Is Ecommerce Customer Experience (CX)?

2024 85

2024 Net Promoter Score Article Customer Service 85

ShepHyken

MAY 5, 2024

Each week, I read many customer service and customer experience articles from various resources. My Comment: Let’s kick off this week’s Top Five roundup with 2024 customer service trends. What caught my eye was the first trend (of eight), which was how social media customer care is driving growth.

2024 81

2024 Article Customer Service Social Media 81

ShepHyken

OCTOBER 1, 2024

Ask every employee to participate by sharing at least one idea that could enhance the employee or customer experience, boost efficiency, foster safety, make money, save money, advance sustainability and more. Wednesday is Innovation Day. This is like a massive suggestion box exercise. All suggestions – big or small – are encouraged.

2024 98

2024 Customer Service Workshop Customer Service Training 98

ShepHyken

SEPTEMBER 30, 2024

Each week, I read many customer service and customer experience articles from various resources. CX Day: Better Outcomes for Everyone by Lynn Hunsaker (CustomerThink) CX Day is a highlight of the year, celebrating customers, CX professionals, and CX outcomes. My Comment: Tomorrow (October 1, 2024) is CX Day.

2024 88

2024 Article Customer Service Definition 88

ShepHyken

APRIL 9, 2024

In my recent customer service and CX research (sponsored by RingCentral ), I included a question that would give us an updated number for this concept. In 2024, almost one in four American consumers (23%) will not likely or never return if the experience is just satisfactory. They have learned from the best.

2024 152

2024 Workshop Customer Service Training Customers 152

ShepHyken

APRIL 22, 2024

Each week, I read many customer service and customer experience articles from various resources. 4 Ways to Scale up Convenient CX for Modern Customers by NICE (NICE) The easier things are for your customers, the better they are for your organization. Here are my top five picks from last week.

2024 91

2024 Article Customer Service E Commerce 91

ShepHyken

JUNE 30, 2024

Each week, I read many customer service and customer experience articles from various resources. CX Makeover: 11 Ways to Improve Customer Experience by Ken McMahon (Nextiva) Employees interact with customers every day and are a valuable source of CX knowledge. Connect with Shep on LinkedIn.

2024 88

2024 Article Customer Service Retail 88

ShepHyken

OCTOBER 20, 2024

Each week, I read many customer service and customer experience articles from various resources. How To Make Your Customer Strategy Fun by Chip Bell (Forbes) Is your organization about fun? How often do your customers giggle? Here are my top five picks from last week. Connect with Shep on LinkedIn.

Article 81

Article 2024 Customer Service 2025 81

ShepHyken

JANUARY 28, 2024

Each week, I read many customer service and customer experience articles from various resources. What Can Disneyland Teach Us about the Customer Journey? Keep innovating and properly staff for the customer willing to use self-checkout and needs help. Here are my top five picks from last week.

2024 75

2024 Article Customer Service Customer Journey 75

ShepHyken

NOVEMBER 11, 2024

Each week, I read many customer service and customer experience articles from various resources. 15 Strategies for Effective Customer Service Resolutions by Pratik Salia (Knowmax) Handling customer conflicts well isn’t just about resolving issues—it’s your chance to turn frustrated customers into long-term customers.

2024 73

2024 Article Customer Service Magazine 73

ShepHyken

MARCH 25, 2024

Each week, I read many customer service and customer experience articles from various resources. Companies—from JetBlue to Dunkin’ to Walmart—will push loyalty programs to attract both new and returning customers. A link to Newsweek’s 2024 list of America’s Best Loyalty Programs is included.

Article 88

Article 2024 Hotels Loyalty Programs 88

ShepHyken

FEBRUARY 4, 2024

Each week, I read many customer service and customer experience articles from various resources. Bad Customer Service Puts $3.7 Trillion in Sales Annually at Risk by Bruce Gil (Quartz) Bad customer experiences could cost organizations around the world $3.7 My Comment: Read the title again!

2024 70

2024 Article Customer Service B2B 70

ShepHyken

FEBRUARY 25, 2024

Each week, I read many customer service and customer experience articles from various resources. 4 Reasons Why Your Customer Service Is About to Get a Whole Lot Better in 2024 by Mike Murchison (Entrepreneur) When it comes to AI and customer service, we’re going to see a virtuous cycle in 2024.

2024 70

2024 Article Customer Service Average Handle Time 70

ShepHyken

SEPTEMBER 22, 2024

Each week, I read many customer service and customer experience articles from various resources. Your Customers Are Changing Fast, Are You? My Comment: This “bonus” article recaps some ideas from the thought leaders and influencers (myself included) who participated in Sprinklr’s CX-Wise 2024 last week.

Article 88

Article 2024 Customer Service E Commerce 88

ShepHyken

JANUARY 21, 2024

Each week, I read many customer service and customer experience articles from various resources. My Comment: We open this week’s Top Five roundup with four experts from Gartner who share their thoughts about the top three customer service and support trends for 2024. Connect with Shep on LinkedIn.

2024 67

2024 Article Customer Service Hotels 67

ShepHyken

MAY 5, 2024

Each week, I read many customer service and customer experience articles from various resources. My Comment: Let’s kick off this week’s Top Five roundup with 2024 customer service trends. What caught my eye was the first trend (of eight), which was how social media customer care is driving growth.

2024 68

2024 Article Customer Service Social Media 68

ShepHyken

JANUARY 1, 2024

Each week, I read many customer service and customer experience articles from various resources. This excellent article describes this type of customer perfectly: “These shoppers, characterized by zero patience, zero boundaries, and, crucially, zero loyalty, are challenging traditional definitions of customer loyalty.”

2024 65

2024 Article Customer Service Social Media 65

ShepHyken

APRIL 14, 2024

Each week, I read many customer service and customer experience articles from various resources. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Here are my top five picks from last week. Connect with Shep on LinkedIn.

Net Promoter Score 81

Net Promoter Score Article 2024 Loyalty Programs 81

ShepHyken

APRIL 28, 2024

Each week, I read many customer service and customer experience articles from various resources. 5 Reasons Why VIP Customers Are the Key to E-Commerce Growth by Josh Kim (Total Retail) VIP customers significantly impact a business’ bottom line, often contributing a substantial portion of total revenue.

E Commerce 77

E Commerce Article 2024 Loyalty Programs 77

ShepHyken

FEBRUARY 18, 2024

Each week, I read many customer service and customer experience articles from various resources. Customer Service versus Customer Experience: Master both! My Comment: I’ve written about the difference between customer service and customer experience in the past.

2024 70

2024 Article Customer Service Net Promoter Score 70

ShepHyken

OCTOBER 27, 2024

Each week, I read many customer service and customer experience articles from various resources. Businesses that can adapt to these changes are not just improving customer experience—they’re future-proofing their brand. Here are my top five picks from last week. Connect with Shep on LinkedIn.

Article 85

Article Customer Service Social Media 2024 85

ShepHyken

OCTOBER 13, 2024

Each week, I read many customer service and customer experience articles from various resources. If your customer experience does not evolve with your business, it can negatively impact your revenue and overall business performance. My Comment: Reviews are important to the customer experience.

Article 73

Article 2025 Customer Service 2024 73

ShepHyken

NOVEMBER 18, 2024

Each week, I read many customer service and customer experience articles from various resources. In the last paragraph, the author states, “Ultimately, a successful business strategy isn’t only focused on winning every customer, but rather the right customers.” Here are my top five picks from last week.

Article 77

Article Customer Service 2025 2024 77

ShepHyken

AUGUST 11, 2024

Each week, I read many customer service and customer experience articles from various resources. Rethinking Customer Interactions to Boost Customer Experience by Harvard Business Review (Harvard Business Review) Simply put, customer experience (CX) has the power to make or break business success.

Article 91

Article Customer Service Loyalty Programs 2024 91

ShepHyken

FEBRUARY 12, 2024

Each week, I read many customer service and customer experience articles from various resources. Wondering how your approach to customer experience leads to tangible outcomes like increased sales, customer retention, and referrals? Here are my top five picks from last week.

Article 75

Article 2024 Customer Service Social Media 75

ShepHyken

NOVEMBER 25, 2024

Each week, I read many customer service and customer experience articles from various resources. With its unforgettable characters, intricate plots, and immersive storytelling, Star Wars encapsulates timeless wisdom that companies can apply to cultivate customer loyalty and satisfaction.

Article 73

Article 2025 Customer Service 2024 73

ShepHyken

MAY 19, 2024

Each week, I read many customer service and customer experience articles from various resources. Good reviews can increase sales, while negative reviews may dissuade a customer. My Comment: Ratings and reviews are very important in the customer experience world.

Article 91

Article Customer Service 2024 Government 91

ShepHyken

MARCH 31, 2024

Each week, I read many customer service and customer experience articles from various resources. Put Yourself 2nd to Place 1st in the Experience Economy by Barry Fiske (Fast Company) Customers can sense when a company’s products and experiences aren’t loyal to their needs, so why should they be loyal to that business?

Article 93

Article Customer Service 2024 Government 93

ShepHyken

JULY 29, 2024

Each week, I read many customer service and customer experience articles from various resources. Your Customer Experience Game Plan: Olympics Edition by Brittany Hodak (Brittany Hodak) In business, fostering a sense of belonging and enthusiasm among employees can lead to remarkable outcomes.

Article 88

Article Customer Service 2024 Sports 88

ShepHyken

MARCH 4, 2024

Each week, I read many customer service and customer experience articles from various resources. What Exactly Is Customer Experience? by Annette Franz (CustomerThink) Customer experience is the sum of all the interactions (including with product and price!) Connect with Shep on LinkedIn.

Article 67

Article E Commerce 2024 Customer Service 67

ShepHyken

FEBRUARY 27, 2024

Furthermore, almost one in five (19%) of customers stopped doing business with a company or brand because its satisfaction surveys were too long. Shep Hyken is a customer service/CX expert, award-winning keynote speaker, and New York Times bestselling author. Connect with Shep on LinkedIn.

2024 100

2024 Workshop Customer Satisfaction Customer Service Training 100

ShepHyken

SEPTEMBER 15, 2024

Each week, I read many customer service and customer experience articles from various resources. Beat Your Best Quality Scores – 15 Quick Wins by Megan Jones (Call Centre Helper) Improving quality scores in customer service is an ongoing process that requires dedication, effective communication, and continuous training.

Article 91

Article Loyalty Programs Customer Service 2024 91

ShepHyken

JULY 7, 2024

Each week, I read many customer service and customer experience articles from various resources. This is What is Missing From Your Customer Experience Playbook by Anne Marshall (Entrepreneur) One-size-fits-all customer experience playbooks don’t exist — and for good reason.

Article 88

Article Customer Service 2024 Workshop 88

ShepHyken

JANUARY 14, 2024

Each week, I read many customer service and customer experience articles from various resources. Trust in organizations will be more important than ever in 2024 as AI becomes a staple of everyday consumer interactions. And if you want to earn your customers’ trust, give them a consistently good customer experience.

Article 65

Article 2024 Customer Service Retail 65